Evri via eBay simple delivery my package label stuck on someone else's parcel

[coinbags]

Hi , I wonder if anyone can advise me on an unusual occurrence with one of my orders where I have posted my package via Evri parcel shop in a Polly envelope and the customer received a completely different package which was a box with my post label stuck on it, so the delivery is deemed as delivered.

Buyer sent me some photos of the package received and I can see that my label is stuck over another label that is a Vinted Evri Simple Delivery label but I cannot make out the address or barcode tracking number. The buyer is understandably demanding a refund, which I am happy to facilitate, but I am unsure which way to do the refund that doesn't compromise my claim for a missing package and to ensure we are both compensated for the missing package. 

I have contacted eBay who have advised me to raise the issue with Evri, which I have done by Chat bot and email. but I have heard nothing from them.  As a new seller, I am not sure how to resolve this and wondered if anyone had any advice. Also so that I can tell my buyer that I am doing what I can to resolve this 

[john1297576]

Your buyer opens a NOT AS DESCRIBED case, you provide a return label and on return refund buyer in full.

Then you have to sort out with Evri.

Your buyer does not have to wait, if they do not get satisfaction they can involve ebay, and that will damage your selling record. 

Dealing with Evri will be a pain, you would do far better in future using Royal Mail than let ebay get you involved with  a Courier that has a very poor record.

[plum993]

Well it seems evri use there own internal network tracking labels on parcels and it could well be a evri user error.

It does happen now and again apparently.

If the buyer opens a return request best to accept and refund in full within 3 days of getting the item back,if you want it back.

Look to persevere with evri for a claim.